Broadbase Software Helps Royal Mail ViaCode Protect and Enhance Its Brand Through Better Customer Service; Broadbase E-Service is Core Element in ViaCode Business Model.

Business/Technology Editors

MENLO PARK, Calif.--(BUSINESS WIRE)--May 31, 2001

Broadbase Software, Inc., (NASDAQ: BBSW), the leading provider of intelligent customer interaction(TM) software, today announced a major customer win for the company's European, Middle East and African (EMEA) division. ViaCode, the digital security service from Royal Mail in England, has chosen Broadbase Software's E-Service suite to integrate and streamline incident management and customer support resolution in order to close the gap between two core customer service systems and improve overall customer satisfaction when problems arise.

Maintaining and enhancing the value of the ViaCode brand and the trust of its customers is what drove the e-business transaction management company to implement the Broadbase E-Service suite. Built atop Broadbase's industry-leading eCRM analytical and knowledge platform, E-Service will automate the management of ViaCode's customer support issues, enabling customer support teams to concentrate on providing more personalized service and a higher level of expertise.

"ViaCode provides products and services to secure mission-critical e-business exchanges within and between organizations in both the private and public sectors," said Kaleem Aftab, new media marketing manager, ViaCode. "Our customers choose ViaCode because of our technical competence and because, as part of Royal Mail, we have a highly trusted brand. The efficiency of our customer service operation is key. That's why we're adopting E-Service."

The Broadbase E-Service suite combines eCRM capabilities such as analytics, self-help, assisted service, e-mail management and live collaboration, using a single, intelligent knowledge platform. As the only truly integrated, multi-channel e-service solution on the market today, the Broadbase E-Service suite enables businesses to provide extraordinary, proactive and assisted customer service via the Internet.

"ViaCode was impressed not only with the scope of our product functionality but also with our reputation of helping companies gain a real competitive edge," said Alf Saggese, Broadbase Software managing director EMEA. "By exploiting the full potential of the Broadbase E-Service Suite, ViaCode will continue to attract and retain customers due to increased customer satisfaction and call center productivity -- all of which will ultimately reduce operating costs significantly."

Broadbase partner of the year, Tertio (www.sms-tertio.com), a leading software and services company specializing in the delivery of e-business applications, is responsible for ViaCode's deployment of Broadbase E-Service.

The Broadbase E-Service suite includes the following application components, built atop the leading eCRM analytical and knowledge platform:

--Broadbase E-Service Analytics - Designed to integrate tightly with all Broadbase operational CRM applications, helping organizations to drive greater customer understanding, knowledge base effectiveness, agent utilization, improved routing and more - across all communication channels. The E-Service Analytics package can also be integrated with other leading call center applications.

--Broadbase Agent Assist - Leverages a powerful knowledge base that empowers each Customer Service Representative (CSR) to emulate the behavior of the best agent regardless of experience level, enabling each CSR to answer questions quickly, accurately, and consistently.

--Broadbase E-mail Response - Reduces e-mail volume, ensures accurate responses and helps build customer loyalty by managing, routing, and monitoring inbound e-mail responses. E-mail Response also includes direct links into self service.

--Broadbase Live Collaboration - Provides visual and media-rich interaction between agents and customers over the Internet, including text chat, web page push, brochure push and co-browsing.

--Broadbase Self Service - Builds customer loyalty, drives down costs, and emulates the behavior of a company's best CSR, providing automated assistance to quickly and easily guide customers, partners and employees to the answers they need using their Web browser.

--Broadbase E-Service Portal - Drives customer loyalty and repeat purchase through a personal home page for customers and partners that includes previous service records, relevant knowledge base entries and more, all through a proactive, personalized and user-customized interface.

About ViaCode LTD 

ViaCode Ltd (http://www.viacode.com) is a subsidiary of Royal Mail. The ViaCode service is underpinned by the world's most proven public key infrastructure (PKI). ViaCode digital certificates use full-strength 128 bit cryptography and are issued only after rigorous proof of identity and are instantly revocable with immediate system-wide effect. A secure key-backup and recovery facility means critical information, previously encrypted, is not lost in the event of a ViaCode certificate being damaged or mislaid. Separate key pairs for encryption and signing make ViaCode digital signatures non-deniable.

About Broadbase

Broadbase Software is the leading provider of customer-focused analytic, marketing automation and e-service software applications that analyze customer data from multiple touch points, and use that information to execute marketing campaigns, improve online merchandizing and content, increase site stickiness and personalize all customer interactions. Broadbase has provided critical e-commerce infrastructure to more than 500 customers, including ADP, BEA Systems, Cisco Systems, Compaq Computers Ltd., Credit Suisse, Eddie Bauer, EDS, Fidelity Investments, Hewlett Packard, Kodak, Palm Computing, Polycom, United Airlines and Verizon. Headquartered in Menlo Park, CA, Broadbase has a rapidly growing global presence with locations throughout North America, Europe and Asia.

"Safe Harbor" Statement Under the Private Securities Litigation Reform Act of 1995:

Information in this release that involves Broadbase's expectations, beliefs, hopes, plans, intentions or strategies regarding the future are forward-looking statements within the meaning of Section 27A of the Securities Act of 1933 and Section 21E of the Securities Exchange Act of 1934, which involve risk and uncertainties. All forward-looking statements included in this release are based upon information available to Broadbase as of the date of this release, and Broadbase assumes no obligation to update any such forward-looking statement. These statements are not guarantees of future performance and actual results could differ materially from Broadbase's current expectations. Factors which could cause or contribute to such differences include, but are not limited to, slowing economic conditions; lack of market acceptance of the company's products or services; inability to integrate and enhance existing products and services within budget and on schedule, and develop new products and services on a timely basis; introduction of new products or services by competitors; and inability to attract and retain qualified employees. These and other factors and risks associated with Broadbase's business are discussed in Broadbase's recent filings with the Securities and Exchange Commission ("SEC"), including its annual report on Form 10-K filed on March 23, 2001.

Broadbase is a trademark of Broadbase Software, Inc. All other product and company names may be trademarks of their respective companies.